Customer Success Manager

Customer Success Manager

Position at Point of Rental Software

Point of Rental has been honored as one of Inc. 500's Best Places to Work in 2024! This recognition highlights our commitment to fostering a positive and engaging work environment.

About the position…

As a Customer Success Manager, you will be a trusted advisor to PoR customers, helping them succeed with our products and ensuring they receive maximum value from our solutions throughout their PoR Journey. You'll be responsible for understanding customer requirements, driving adoption and retention, and delivering an EPIC experience with every interaction. This role reports to the Global Manager of Customer Success and works with stakeholders across the company in Sales, Support, Professional Services, Marketing, Product, Development, and Finance.

Duties & Responsibilities

• Manage all post-sales activities (some pre-sales activities will be required) for assigned customers through strong relationship-building, product knowledge, planning, and execution.
• Develop a trusted advisor relationship with customers to ensure goals are aligned from a business strategy perspective, and success metrics are identified.
• Work closely with your Account Manager counterparts to develop a joint success plan for your customers.
• Drive customer satisfaction, adoption, retention, and reduce churn.
• Serve as the 'voice of the customer' and provide internal feedback on how PoR can better serve their clients to maximize value.
• Maintain an understanding of our products and the rental industry and consult with customers on how to achieve the best business results utilizing our products and services.
• Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly & Strategic Business Reviews.
• Work closely with Product and Development on identification/tracking of feature requests.
• Handle escalations by following up on open cases and working across various teams to ensure issues are resolved.
• Participate in improvement initiatives for our existing approaches to customer engagement and account management.
• Identify Consulting opportunities.

Qualifications & Requirements

Experience & Skills - Customer Success Experience: 2–5 years of experience in customer success, account management, or a similar customer-facing role, ideally within a SaaS or technology environment. - Project Management Skills : 2+ years of experience in managing multiple clients/projects, organizing tasks, and ensuring deliverables are met on time. - Technical Aptitude : Demonstrable experience in understanding complex software or technology solutions and communicating them effectively to customers. - Analytical Skills : 1–3 years of experience in analyzing data, generating insights, and making data-driven decisions to improve customer success metrics. - Sales & Upsell Knowledge : 1–3 years of experience in identifying opportunities for upsells, renewals, and expansions within existing accounts.

Customer Relationship Management - Strong Communication Skills : 2+ years of experience in client communication and managing relationships with diverse stakeholders. - Relationship Building : Proven ability with at least 2 years of experience in developing and maintaining strong, trusting customer relationships. - Active Listening : Demonstrated experience in listening to customer concerns, with 1–2 years of experience addressing their needs effectively. - Conflict Resolution Skills : At least 1 year of experience in managing and resolving challenging customer situations with patience, empathy, and professionalism.

Strategic Thinking - Customer-Centric Mindset : At least 2 years of experience in understanding and addressing customer needs to provide exceptional value. - Problem-Solving Abilities : 2–3 years of experience in identifying challenges, troubleshooting issues, and creating solutions. - Goal-Oriented : 2+ years of experience in setting and working towards clear, measurable customer success goals (e.g., retention, satisfaction, growth targets).

Tools & Technology Proficiency - CRM Software : 1–3 years of experience with CRM tools (e.g., Salesforce, HubSpot) to manage customer interactions and track account health. - Customer Success Platforms : Familiarity with customer success platforms (e.g., Gainsight, ChurnZero, Catalyst) and at least 1 year of experience managing portfolios through such tools. - Data Analysis Tools : Basic knowledge and at least 1 year of experience with tools like Excel or Google Sheets, for analyzing customer data. Performance Metrics - Retention and Churn Management : Proven experience, with 2+ years in improving customer retention rates and managing churn. - Customer Health Monitoring : 1–3 years of experience in monitoring customer health scores and taking proactive measures to improve them. - Customer Satisfaction Metrics : 1–2 years of experience in tracking metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). Education - Bachelor's Degree : Preferred in business, marketing, communications, or a related field. - Certifications (Optional) : Customer Success or project management certifications (e.g., Certified Customer Success Manager, PMP) are beneficial.

Job Type : Full-Time, Exempt. Base Salary + Benefits (Medical/Dental/Vision) + 120 Hours PTO + 401(k) Matching (Up to 4%). M-F, Daytime Hours. Environment: Open to On-site, Hybrid or Remote. The base pay range for this position is $65,000 to $75,000 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, experience and training, skills, licenses and certifications, and education among other factors. POR is an Equal Employment Opportunity employer and does not discriminate in hiring or employment practices. All qualified applicants will receive consideration without regard to race, color, sex, religion, national origin, citizenship, military service, veteran status, disability, genetic information, age, and any other characteristic protected by federal, state, or local laws. POR is committed to providing equal opportunity for all and reasonable arrangements for individuals with disabilities in employment. To request any special arrangements, please contact Human Resources.